I love Samsung displays, I happen to think they make the best LCD’s and DLP’s in the market today. I like Samsung design, they’re elegant, sexy, and classy and above all that I find their picture quality to be the most appealing to me personally. I’ll probably continue to buy Samsung displays until something crazily awesome comes out like SED or something or until it’s proven that these issues with this model aren’t just a fluke and affect their other lines. For the time being the latest generation LCD and DLP’s from Samsung are the best you can get in my very humble opinion.

I bought my 56″ DLP, the Samsung HLS-5688W, from Magnolia in Bellevue on 07/03/06 for $3264 after tax. On 01/18/07, I received a second brand new HLS-5688W. In between those 6 months my original unit received 3, yes 3, service calls! I guess it was in mid Oct that the problems started. The TV randomly started making a garbage disposal type noise when it turned on and off and before the set wouldn’t turn on at all it’d do it constantly. My guess is the color wheel got out of whack, who knows. Also at this time there was a mark on the screen and moisture in the bottom left corner behind the screen. So TK Electronics the service company Samsung was using at that time sent a guy out to replace the light engine.

That was done, and the guy left without me signing a thing. He didn’t test the set and that night I turned it on and the picture was upside down. He came back again after I called TK directly. So my TV was almost back to normal. After talking to Samsung they finally replaced the screen now November, so the same TK guy came back once more. He left this time after testing it, and saying the dust he got in between the screens would go away after a bit (which it never did) and again without me signing anything. But the TV was as closed to new as it was since buying it. Not even two weeks goes by it seems and the same TK electronics guy comes out with the 2nd light engine this time because the TV won’t turn on at all after making the garbage disposal noise from hell and for the 3rd time leaves without any documentation or paperwork. 3 full service calls and it breaks again.

Enough is enough and I call Samsung, complain, and finally get Executive Customer Relations, after faxing in my original sales receipt the rep sets up a TV exchange. So that brings us to 01/18/07 when NVC come in and swap out the TV. Yes, finally a new TV that should hopefully work and not be a lemon.

Or so I thought. Today Comcast came out with a CableCARD that I got to test with Vista and a DCT. He installs it in the TV, leaves, I leave the TV on for about 30 minutes from that point till the channel listings refreshed then turn the TV off. Another 30 minutes pass then I turn the TV on and instead of coming on the Lamp light just blinks. But there’s light coming from the back. Oh crap I think. I leave it for 2 minutes then it just shuts itself off. I unplug the set for 5 minutes then try again. Same thing, so I call Samsung. Now Samsung don’t exactly offer any real “technical” support over the phone, anything beyond what’s in the basic manual and they set up a service call. So while waiting on hold for the service call to take place, some horizontal bars flash on the screen twice after 2 minutes of the lamp light blinking and then nothing.

The service call is made this time with Teletron, yay a new service company who isn’t crap (I hope). Extremely annoyed with the entire TV, I call them up, and get the manager directly, a Curt Wilmoth. We discuss everything, he says I should try reseating the lamp which I do, and the earliest they could come out is 3/9. When I do that it seems the lamp itself is fine. After getting the TV all back together again I try turning it on, yep, still nothing, just some light from the back and the Lamp light flashing.

I call Samsung again and speak with someone about just getting my money back or an upgraded unit (hopefully not another color wheel DLP). He’s totally awesome, Mark was his name, not sure about the last, but either way he noted the account and said I should call back first thing in the morning to get Executive Customer Relations to talk about options for getting a new TV.

I’ll just have to wait and see, this will be the 4th damned service call, and I’ve had it, this model DLP clearly has issues, at least for me. And I could really just beat myself for not waiting just another month to buy the LED model. Or waiting another 6 months to buy a 1080p LCD.

So I don’t know, I’m just wanting my money back so I cool off for a bit and not be so annoyed with this stupid TV. It’s a damned TV afterall, technology and life in general shouldn’t be this complex.

Samsung, please please, just send me a LN-T5265F, or worse case a HL-T5689S, or better yet, just give me a refund and take my HLS-5688W away for good!!!

And finally, I’d just like to say that I’d still only buy a Samsung display, regardless if two of my same model DLP’s were lemons.

UPDATE: Called Samsung Executive Customer Relations, (800) 522-7341. Waited on hold for 25 minutes. Then spoke with a rep, after explaining things she said Samsung go on a case by case basis and that no matter what they’d need to have the service person come out and determine if it really was the light engine that needed to be replaced. Then they could determine if it was cost effective to repair the unit. I mean come on Samsung, you’ve sent someone out here 3 times, and spent however much on sending me a brand new unit plus the return costs for the defective unit. Now you want to do it all again!?

I tried getting the rep who sounded nice but rather busy, to tell me at which point Samsung will just say enough and take this forsaken model away from me. She wouldn’t say other than repeating the case by case line and absolutely need a service call. She also wouldn’t divulge what Samsung’s policy is for dealing with these situations. Whether it be sending a different model, offering a full refund, or giving me a voucher for a new Samsung display (which I’d gladly take since I still plan on sticking with Samsung). Instead she said that one option would be “to extend the warranty beyond 1 year to ensure the TV still functions after the repair” but at the same time she said “obviously this wouldn’t really apply if the TV had the same issue in another 3 years time”.

Great, so I have a repeating failure in the light engine even across two units. Which I’m researching a bit further on AVSForum. Samsung are suggesting that at some point I start paying more money beyond the $3264 I spent for a working TV in the first place.

Maybe I should just get the TV repaired, sell it, cut my losses and dump Samsung, at least I’d be able to know the end outcome and could just get a new TV today.

UPDATE: Spoke with David at Teletron service, the new authorized repair company Samsung are using. David said that he’d have Gary the tech look things over on Monday and that I could call him then to further diagnose the (clearly broken light engine) TV. Hopefully that’ll happen because from what David said the earliest they could come out is the 13th and that’d only be to diagnose the problem further. Why they can’t just have me do this on the phone is a mystery, Curt the manager already had me check the bloody bulb so what’s the issue? After coming out on the 13th. They don’t have a bulb nor a light engine in stock so unless Samsung ECR takes care of things before then they’ll be ordering that stuff on the 13th, I’ll have to wait for the parts to arrive from Samsung, then they’ll have to schedule another service call to come out and actually repair the TV. Oh and did I mention they only come out on Tuesday and Thursday to Redmond… Enough. I just want my money back before I toss this TV off the balcony.

UPDATE: Not sure if this is directly related to my issue but here’s some info about various problems with the set including a “collapsed light engine“, which Samsung apparently know nothing about.

UPDATE: I’m still without a TV. I ended up buying a LN-T3253H in the mean time till this entire mess gets sorted. Plus I could really use an LCD for the bedroom for Media Center Extender usage. Meanwhile the mess with Samsung’s Executive Customer Relations has been horrible and possibly even borderline extortion on Samsung’s part. I mean I seriously am about ready to just toss the TV off the balcony, the amount of time, energy, and advil this entire case has caused is insane.

Where I left off two months ago with Samsung ECR was that they would send me a HL-T5676S which is an equivalent model to my 88W. Fine, yay, it should be sorted. Now I’m told because it’s a new model set it’ll be the end of April before it’s sent. Sigh, okay, but at least it’ll be new and should hopefully not have any issues.

So I call ECR back up 3 weeks ago for an update. I’m told that the 76S should definitely ship between the 16th and 26th. Considering the track record with Samsung thus far I called back again last week on the 18th. This time the story is different and things have changed.

Apparently now the 76S is on backorder with the factory and there is no estimated arrival date. After being placed on hold for 20 minutes I’m offered an upgrade to the HL-T5687S for $200 which is an LED model, but lacks some of the features my 88W. Either way I’d not be taking it for an upgrade fee of $200, that just seems stupid considering how much I’ve already spent. I ask about getting maybe a smaller LCD, an option which I’ve been told previously would be impossible as Samsung only gives out replacements of the same technology. This time I’m offered a LN-T4642H which is a huge step down. But at least it’s free.

I ask about the 89S the equivalent LED model to my 88W. They’ll send this set but for $400. After some arguing I make the case that spending ANYTHING to fix Samsung’s service problems is unacceptable and if anything at this point I’d just like my money back, I’m placed on hold again for another 15 minutes. She comes back and says that they can’t give a refund because there’s a like model available, the 76S (uh hello, you just told me it’s not available and there’s no date, why else would you have offered the 87S in the first place). But now because of the fact I’ve had 3 service calls, 1 replacement TV and now need another, they’d go ahead and let me upgrade to the 89S for $200. Aww, how kind and sweet of them.

I say, fine whatever, lets go ahead since at this point I just want it all resolved and over and done with. I give her my credit card info and prepare for the $200 hit.

After talking to Julie about it and thinking about how my wallet has just been raped I call back to cancel and just ask for a refund again. I get the same story regarding the refund despite point out the 76S not being available. But alas Samsung’s story has changed again, they’ve gone back on previous statements and now this time the ECR guy is offering to set up a Return Authorization with Magnolia! What’s this I ask. Well, apparently they’ll send some paperwork to Magnolia which will let me return the TV to them and after that it’s out of Samsung’s hands and it’s up to Magnolia to decide if they give me the money back on my card or give me store credit or let me get an equal model TV. So I say sure. Let’s cancel the $200 upgrade for the 89S with Samsung and do the RMA with Magnolia.

I call up Magnolia, confirm they’ve got 7 of the 89S’s in stock and they have them for $2800. So even with tax it’s still less than the $3264 I paid for the 88W, perfect. They’re totally cool with just having me swap for the 89S but they won’t give me the difference back and if I want it delivered it’s another $80. Sigh. I’m told that I should be able to get it sorted today.

It’s Monday now, I call up Samsung to ask if everything has been faxed, they’re now saying that the paperwork has to go through corporate then over to Magnolia’s service department and that it takes 3-5 days so that would mean the end of this week.

I guess after having the TV for 10 months and only being able to use it for 5, I can wait one more week.

This really has been hell, nothing should be this complex or such a pain to take care of, especially not some crappy TV. While it probably is a random lemon occurance it should be handled so much better than it has.

I’ll update this again once I finally get a new TV and once it’s working for a bit. Meanwhile here’s another guy on AVS Forum that’s going through the same hell as me.

UPDATE: I’m a bit too annoyed still from the call I just had with Samsung ECR so this update is just a copy and paste from the AVS Forum thread I’ve been participating in. Oh and note the original post for this started on 3/1/2007, it’s now 4/27/2007:

Yeah, not always is right. Especially with Samsung.

I’m literally on the phone with them right now, on hold. Apparently my RA with Magnolia has been denied by Samsung because they’ve replaced the TV once before. And in order for them to do the RA the serial number of the set I’m returning has to be one that was sold by Magnolia in the first place. Excuse me, that’s just complete bull, first off I told the guy Greg in ECR the entire history of my set, about having it serviced 3 times and being replaced, and having the replacement break. And the person I talked to yesterday didn’t say anything about that. What the hell does that have to do with allowing a RA with Magnolia anyway, it’s the same exact set.

So now she’s saying well the 87S can be sent for free (well thanks since you guys did say $200 before). But the 89S is still $200 (was $400 before).

This is just ridiculous, I’ve been documenting the entire thing here: [link to this post removed]

I’m about ready to just escalate this with the BBB or whatever it takes to just get the money back. Sadly, I still like the Samsung sets, I’d probably buy the 89S since I think it’s the best option. And then I’d probably take the price difference and buy the Magnolia warranty to hopefully never deal with Samsung ECR again.

How in the world can this be justified by Samsung.
1. I’m told I’ll get a 76S by the 26th.
2. I’m told that’s not available and is on backorder and I can get a 87S for $200 and 89S for $400.
3. I’m then told I can have the 89S for $200. And I go ahead with that.
4. After thinking I made a mistake I call back and am then told I can always do a RA. That’s set up after I’m told that there’s no problems with that and even check with Magnolia and Samsung ECR again after its set up.

5. Now I’m told RA isn’t possible. The 87S is free, and the 89S is $200.

Is Samsung just pulling these values out of thin air, are they just making an excuse with this serial number stuff!? Management at Magnolia Bellevue were perfectly happy to accomodate me with a free 89S.

<biggest sigh of agony ever>

Okay, just hung up after another 49 minutes on the phone…

She’s talked to her manager, and the manager is now going to talk to the service department to see about getting the 89S price adjusted to $0 (I’d hope so after this crap with the RA with Magnolia falling through). So Jennifer in ECR is going to give me a call back Tuesday to hopefully provide me with some good news. Meanwhile I have to send over my invoice again because apparently the one they originally used to send the first replacement set is too faded.

I doubt she’ll ever read this… but sorry again for having a minor rant, I realize you’re only doing your job and actually do understand my viewpoint of Samsung’s insane and stupid policy and extortionate practices.

Oh and one more thing. Why the hell was I told that I couldn’t do an RA with Magnolia before I did my first exchange with Samsung. I would’ve done an RA even then since it would’ve been faster and easier. So add this to another line of headaches from Samsung.

UPDATE: I guess even the thought of me sending a letter to the BBB was enough for Samsung to finally get their act together. After emailing my original invoice again (first time months ago I faxed it and apparently it wasn’t readable), and sending the email twice, once with a delivery confirmation (to which she apparently didn’t receive even though her server says she did), and a second time to two people at Samsung with a read receipt (which I know for sure they got).

I called again today, May 1st, and got through to a third person. After explaining why I was calling yet again, she just came back and said that it appears the HL-T5689S has been ordered for you for free. About bloody time! I asked for a NVC tracking number to be sure, not available yet since the order was just placed. So I’ll give it another 48 hours before calling again to get the tracking number.

Hopefully with fingers and toes crossed once more, the new 89S will really be arriving in working order within 14-21 days.

UPDATE: It’s been 48 hours, I just called, had a couple minutes of nervousness when the ECR rep said the unit might be on backorder till the end of May. But nope, she was confused (probably thinking of the 76S) and came back with the tracking information for the new and not $400 upgrade fee HL-T5689S. It shipped yesterday and is set to arrive in Seattle on the 5/8/07. So fingers crossed I’ll be updating this post next Wednesday with a working set.

UPDATE: 5/9/07 - Well, after 69 days of having a broken TV, the LED’s have landed! NVC just came and picked up the PoS 88W (barely fit in the 89S box). And I’ve got he 89S on the coffee table hooked up to the 360 Elite to verify everything is working.

First impressions, it’s thinner, but not that much thinner than the 88W. It starts up very fast compared to the 88W. The bezel seems thinner, finally a proper source switching system. The Plug & Play thing out of box is nice.

Xbox 360 looks great, Gears looks great, but Dynamic mode still sucks as usual. Standard isn’t actually half bad. Movie mode is still best but will need some calibration.

But finally! The entire saga is coming to a close for me. I’m seriously crossing my fingers this TV is good to me for 5+ years since I don’t want to mess with any of this again till maybe SED rolls around.